Nobody from Xfinity knows how to issue me a refund.

I am a customer of NOW Internet and only have a prepaid NOW Internet account. Despite this, I was wrongly charged an installation fee. The charge was generated by the postpaid billing department, even though I do not and have never had a postpaid account.

Because of this error, my case has been unresolved for more than two months. The problem is that the two systems (prepaid and postpaid) do not communicate with each other:

• The installation fee does not appear on my prepaid NOW account, so the prepaid/“NOW” department says they cannot process a refund.

• The fee appears on a postpaid account system, but since I do not have a postpaid account, the postpaid department says they cannot issue a refund either.

This has resulted in a situation where no department claims responsibility for fixing the problem. I have spoken with more than 40 customer service agents and have had multiple escalation tickets raised. However, each ticket is ultimately denied because no department can approve or process the refund.

Agents have also tried to have the prepaid “higher team” contact me, but they have stated they do not handle refunds. As a result, I am being denied a refund that I am entitled to simply because of an internal systems and responsibility issue within NOW Internet.